Padprint files do not open for (NatlPen-MEX)

解決済み 2025年09月27日 07:18 EDT

Incident Resolved: CTIM-1859
Customer confirmed that the files are working correctly and the issue is resolved. Incident is contained.
Please contact CTIM or see ticket for more details.

更新済み 2025年09月27日 06:52 EDT

UPDATE:

The support team re-reviewed the issue and made some parameter changes in the hope of resolving it. The customer is currently testing by reinjecting the affected orders. We are awaiting their confirmation.

更新済み 2025年09月27日 04:59 EDT

UPDATE:

Support team found no issue with the file and they are able to open it from their system. The issue may lie with the 3rd party system which is not allowing to open the particular file type. Fulfiller will check with the 3rd party and get back to us on this. CTIM will check back on Monday during IST business hours and provide an update.

更新済み 2025年09月27日 04:29 EDT

UPDATE:

Support team is still checking on the more example orders. Next update when we get more information or max in 30 minutes.

更新済み 2025年09月27日 03:52 EDT

UPDATE:

Support team found no issues with the AI file type. They are checking with the customer for more examples and the investigation continues. Next update in max 30 minutes.

更新済み 2025年09月27日 03:22 EDT

UPDATE:
Escalation sent to: Artwork Tech: Artwork Processing Support

Adding another support team for further assistance. Next update in max 30 minutes.

更新済み 2025年09月27日 02:45 EDT

UPDATE:

The Support team is online and actively looking into the issue with high priority. Next update in max 30 minutes.

検証中 2025年09月27日 02:41 EDT

New Incident: CTIM-1859
Plant: NatlPen-MEX
Priority: Critical
Escalation sent to: Paperless: D’Ninjas for review.
The files in the Padprint area can be uploaded but the following error occurs: the process stops because they cannot be printed. This error has been appearing for a day, though only on some orders.